Manager of Client Services

Client Services Remote


Description

Position at J2 Cloud Services

Manager, Customer Success

The Manager, Customer Success will support and serve Line2 Voice clients and the Customer Success team.This role will be responsible for the overall improvement of our clients’ health, driving adoption & mitigating risk to improve revenue retention and support growth opportunities. We are looking for an adaptable, enthusiastic manager who can build bridges quickly and is comfortable rolling their sleeves up and digging in to optimize and improve retention efforts in a way that scales. The Manager of Customer Success should be capable of executing key initiatives; working with key stakeholders across departments to implement tools, expose data, and create campaigns to positively impact retention efforts.  



Responsibilities:

  • Clearly define expectations and KPIs for Customer Success team members
  • Hold Customer Success team members accountable to performance
  • Foster an environment for creative problem solving and open dialogue on successes and challenges
  • Define and optimize customer journey supporting an exceptional customer experience
  • Ensure new customer onboarding is seamless and driving utilization
  • Manage escalations from team members to solve customer concerns
  • Strive for continuous improvement of processes and customer experience - Ambassador for change
  • Drive value for customers through thoughtful and relevant content
  • Define utilization metrics that drive strong retention
  • Determine feature penetration goals, create and execute campaigns to drive usage
  • Become an expert on products in the market with a deep understanding of best practices
  • Collaborate and engage other departments to support customer focus and voice
  • Implement and monitor customer feedback programs and share with other departments
  • Support a company wide culture of delivering an exceptional customer experience 
  • Define and execute on initiatives that are focused on increasing revenue retention and growth 
  • Use data to drive decisions that will impact customer satisfaction and revenue retention and growth
  • Actively partner with product management on features and enhancements that will impact client satisfaction
  • Liaison with the technology and deliverability groups to facilitate client issue investigation and resolution



Required Experience:

  • 2+ years in the fields of Account Management or Customer Success in software or other solutions-based offerings (preferably SaaS)
  • Proven success in leadership role
  • Subscription renewal/revenue/retention experience
  • Ability to work well in a fast moving team environment with multiple stakeholders and agendas
  • Excellent communication skills; building quick rapport over phone, video conference, email and presentation
  • Self-motivated. Does not require constant direction by management team
  • Ability to easily diffuse internal or external issues with confidence
  • Voice solutions experience preferred
  • Data analysis, time management, resourcefulness, flexibility, and follow up skills are a must
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